This is my profileContact via CazVidAngela
Customer Service & Technical Support Advocate with 5+ years of client engagement
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Competencies
Delivered comprehensive customer support, addressing inquiries related to accounts, memberships, and technical issues.
Provided troubleshooting and technical assistance for smart devices and equipment, resolving hardware and software issues.
Diagnosed and resolved diverse client issues in insurance, customer accounts, and technical device support.
Communicated complex technical and insurance information clearly to clients and team members.
Provided coaching and feedback to improve team skills and operational workflows through supervision.
Education
Languages
Summary
Dedicated professional with extensive experience in client support, technical troubleshooting, and operational improvement across customer service, insurance, and smart home device sectors.
Key Achievements
- Provided expert assistance across multiple customer service channels, managing high-volume cases efficiently.
- Led technical troubleshooting for smart home devices, improving resolution times and customer satisfaction.
- Acted as Subject Matter Expert to enhance operational workflows and elevate the customer experience.
Experience
Customer Service and Technical Support Advocate - Subject Matter Expert
Serve as the primary point of contact for members, assisting with a variety of account-related inquiries including membership details, payments, terms and conditions, cancellation requests, and order cancellations., Address questions regarding the purchase process and guide members through the installation requirements, verifying that each space meets the company’s safety and compatibility standards. Coordinate with a partner company to schedule installations as part of the Installation Experience team., Provide technical support to diagnose and resolve issues with the machine, performing troubleshooting and coordinating replacements or repair visits when needed. Communicate warranty coverage details to members, follow up to ensure successful issue resolution, and escalate cases to higher-level support when necessary., Manage orders for accessories, parts, and materials essential for repairs and installations, ensuring all orders are accurate and complete as part of the Order Management (Back Office) team., Acted as the first point of support for frontline advocates, offering guidance and technical expertise across a variety of customer service scenarios., Managed a high volume of customer cases, ensuring each was addressed promptly and effectively., Work by the hand with supervision providing coaching and feedback sessions to develop the knowledge and skills of the team., Performed remote and live monitorings to identify the areas of opportunities., Played a key role in improving operational workflows and elevating the customer experience through leadership and support as a Subject Matter Expert.
Customer Service Specialist – Insurance Focus
Acted as the primary point of contact for elderly clients seeking assistance with their medical insurance policies., Demonstrated exceptional problem-solving skills by identifying root causes of insurance-related issues and implementing effective resolutions tailored to each client's unique situation., Provided empathetic and patient support to seniors navigating complex insurance processes and resolving issues related to pharmacy, coverage, and billing., Collaborated with insurance providers, healthcare professionals, and internal teams to address coverage discrepancies promptly.
Technical Support Bilingual Specialist
Served as the frontline technical support representative for customers seeking assistance with smart home devices, including thermostats and smoke alarms., Provided troubleshooting assistance via phone and email diagnosing and resolving issues related to device setup, connectivity, software updates, and functionality., Delivered clear and concise instructions to customers on configuring and optimizing smart home devices for their specific needs, ensuring a seamless user experience., Documented customer interactions, technical solutions, and product issues in the company's system, facilitating knowledge sharing and continuous improvement of support processes., Maintained a high level of customer satisfaction through attentive communication, empathy, and a commitment to resolving technical issues promptly and effectively.